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- catalog alternative "Handbook of services marketing and management".
- catalog contributor b11512418.
- catalog contributor b11512419.
- catalog created "2000.".
- catalog date "2000".
- catalog date "2000.".
- catalog dateCopyrighted "2000.".
- catalog description "Includes bibliographical references and index.".
- catalog description "Introduction / Teresa A. Swartz, Dawn Iacobucci -- Service Reflections: Services in the Village / Pierre Eiglier, Eric Langeard -- Service Reflections: Service Marketing Comes of Age / Christian Gronroos -- Services: The Setting -- Environment/Performance -- Services as Theater: Guidelines and Implications / Stephen J. Grove, Raymond P. Fisk, Joby John -- The Servicescape / Mary Jo Bitner -- Impression Management in Services Marketing / Kent Grayson, David Shulman -- A Model of Aesthetic Value in the Servicescape / Janet Wagner -- Technology/Participation -- Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships / James G. Barnes, Peter A. Dunne, William J. Glynn -- Technology in Service Delivery: Implications for Self-Service and Service Support / Pratibha A. Dabholkar -- Customer Participation in Services Production and Delivery / Amy Risch Rodie, Susan Schultz Kleine -- Perceived Control and the Service Experience / John E.G. Bateson -- Services: Demand Management -- Services and Seasonal Demand / Steven M. Shugan, Sonja Radas -- Waiting for Service: Perceptions Management of the Wait Experience / Shirley Taylor, Gordon Fullerton -- Pricing the Service Offering: An Integrative Perspective / Paul J. Kraus -- Services: Excellence and Profitability -- The Service Profit Chain: Intellectual Roots, Current Realities, and Future Prospects / Roger Hallowell, Leonard A. Schlesinger.".
- catalog extent "ix, 521 p. :".
- catalog identifier "0761916113 (acid-free paper)".
- catalog identifier "0761916121 (pbk. : acid-free paper)".
- catalog issued "2000".
- catalog issued "2000.".
- catalog language "eng".
- catalog publisher "Thousand Oaks Calif. : Sage Publications,".
- catalog subject "658 21".
- catalog subject "Customer services Management.".
- catalog subject "Customer services Marketing.".
- catalog subject "HD9980.5 .H36 2000".
- catalog subject "Service industries Management.".
- catalog subject "Service industries Marketing.".
- catalog tableOfContents "Introduction / Teresa A. Swartz, Dawn Iacobucci -- Service Reflections: Services in the Village / Pierre Eiglier, Eric Langeard -- Service Reflections: Service Marketing Comes of Age / Christian Gronroos -- Services: The Setting -- Environment/Performance -- Services as Theater: Guidelines and Implications / Stephen J. Grove, Raymond P. Fisk, Joby John -- The Servicescape / Mary Jo Bitner -- Impression Management in Services Marketing / Kent Grayson, David Shulman -- A Model of Aesthetic Value in the Servicescape / Janet Wagner -- Technology/Participation -- Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships / James G. Barnes, Peter A. Dunne, William J. Glynn -- Technology in Service Delivery: Implications for Self-Service and Service Support / Pratibha A. Dabholkar -- Customer Participation in Services Production and Delivery / Amy Risch Rodie, Susan Schultz Kleine -- Perceived Control and the Service Experience / John E.G. Bateson -- Services: Demand Management -- Services and Seasonal Demand / Steven M. Shugan, Sonja Radas -- Waiting for Service: Perceptions Management of the Wait Experience / Shirley Taylor, Gordon Fullerton -- Pricing the Service Offering: An Integrative Perspective / Paul J. Kraus -- Services: Excellence and Profitability -- The Service Profit Chain: Intellectual Roots, Current Realities, and Future Prospects / Roger Hallowell, Leonard A. Schlesinger.".
- catalog title "Handbook of services marketing & management : / by Teresa A.Swartz and Dawn Iacobucci, editors.".
- catalog title "Handbook of services marketing and management".
- catalog type "text".